Associate Program Manager
About The Position
At Compass, our mission is to help everyone find their place in the world. Founded in 2012, we’re revolutionizing the real estate industry with our end-to-end platform that empowers residential real estate agents to deliver exceptional service to seller and buyer clients. Program Manager, Content Creator, Interdepartmental Liaison, Event Planner, Project Manager, Production Manager. Job Description: Contribute to the development and execution of customer and internal enablement programs to drive product adoption, customer and employee satisfaction, and overall success. Collaborate with internal stakeholders to identify customer and partner enablement needs, goals, and priorities. Tailor enablement programs based on customer and partner needs, challenges, and goals, ensuring alignment with Compass' value proposition. Design and implement engaging and comprehensive learning opportunities encompassing a range of methods such as live instruction, on-demand coursework, playbook creation, and customized coaching sessions. Develop agent-and-employee facing resources Establish key performance indicators (KPIs) and metrics to evaluate the effectiveness of customer and partner enablement programs, and continuously monitor and report on program performance. Stay up-to-date with industry trends, best practices, and emerging technologies in customer success and enablement, and apply them to improve our programs. Collaborate with the Product team to provide customer and partner feedback and insights, influencing product enhancements and feature development. Act as a trusted advisor to the Coaching & Product teams, providing guidance and support on customer and partner enablement strategies and initiatives. Foster strong relationships with customers and partners, serving as a point of contact for enablement-related inquiries and concerns. Continuously update and improve programs based on industry trends and feedback from participants. Ensure adoption and retention of enablement programs and measure their effectiveness.
Requirements
- 5+ years experience empowering and supporting customers and peers with complex products & situations
- 5+ years customer success or hospitality experience
- Hands-on experience building and delivering training to customers' technical audiences i.e. developers, engineers as well as non-technical
- Able to simplify complex concepts and make them engaging
- Demonstrated experience creating and implementing in-class exercises that incorporate real-world applications and stimulate learner participation across multiple personas
- Strong project management skills with the ability to effectively prioritize and manage multiple initiatives simultaneously against established deadlines
- Excellent interpersonal skills, with the ability to build relationships and collaborate with cross-functional teams
- Strong written and verbal communication skills, able to develop outreach for a variety of audiences from client to executive-level
- Able to thrive in both independent and collaborative work environments.
- Analytical mindset with the ability to leverage data and metrics to measure program effectiveness and make data-driven decisions
- Self-motivated and proactive, with a strong sense of ownership and accountability
- Able to maintain an acute awareness of shifting deadlines and priorities and adapt accordingly
Responsibilities
- Contribute to the development and execution of customer and internal enablement programs to drive product adoption, customer and employee satisfaction, and overall success.
- Collaborate with internal stakeholders to identify customer and partner enablement needs, goals, and priorities.
- Tailor enablement programs based on customer and partner needs, challenges, and goals, ensuring alignment with Compass' value proposition.
- Design and implement engaging and comprehensive learning opportunities encompassing a range of methods such as live instruction, on-demand coursework, playbook creation, and customized coaching sessions.
- Develop agent-and-employee facing resources
- Establish key performance indicators (KPIs) and metrics to evaluate the effectiveness of customer and partner enablement programs, and continuously monitor and report on program performance.
- Stay up-to-date with industry trends, best practices, and emerging technologies in customer success and enablement, and apply them to improve our programs.
- Collaborate with the Product team to provide customer and partner feedback and insights, influencing product enhancements and feature development.
- Act as a trusted advisor to the Coaching & Product teams, providing guidance and support on customer and partner enablement strategies and initiatives.
- Foster strong relationships with customers and partners, serving as a point of contact for enablement-related inquiries and concerns.
- Continuously update and improve programs based on industry trends and feedback from participants.
- Ensure adoption and retention of enablement programs and measure their effectiveness.
Benefits
- Participation in our incentive programs (which may include eligible cash, equity, or commissions).
- Plus paid vacation, holidays, sick time, parental leave, and recharge leave; medical, tele-health, dental and vision benefits; 401(k) plan; flexible spending accounts (FSAs); commuter program; life and disability insurance; Maven (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; and pet insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
